We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 380824 results
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Decision Reference DRN-5587406
4 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5587406 The complaint Miss H complains that MotoNovo Finance Limited lent to her when she could not afford it by approving a finance agreement to get a car through hire purchase. Miss H also says that its MotoNovo’s fault that she’s still has a £4,000 deficit to pay. What happened O... (6 pages)View decision -
Decision Reference DRN-5659475
4 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5659475 The complaint Mrs O complains that HSBC UK Bank Plc (“HSBC”) irresponsibly provided her with a loan whilst she was struggling financially and didn’t conduct sufficient affordability checks. What happened HSBC provided Mrs O with a loan for £1,000 on 6 February 2020. The ter... (4 pages)View decision -
Decision Reference DRN-5318472
4 Sep 2025 Spreadex Limited Not upheldInvestmentsDRN-5318472 The complaint Mr A has complained about his spreadbetting account he held with Spreadex Limited (‘Spreadex’). He says he was able to transfer funds to his fixed betting account which bypassed the limits he had set and enabled his excessive gambling. He says he has suffered s... (4 pages)View decision -
Decision Reference DRN-5772320
4 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5772320 The complaint Mr W is unhappy with the quality of a car financed by a conditional sale agreement from Volvo Car Financial Services UK Limited. What happened In March 2025, Mr W entered into a conditional sale agreement with Volvo for a brand new car. The cash price was £42,1... (2 pages)View decision -
Decision Reference DRN-5754244
4 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5754244 The complaint Mr S complains about how Aviva Insurance Limited (Aviva) said it would settle a claim made under his HomeServe plan. Any references to Aviva include its agents. What happened Mr S took out his HomeServe plan, which is underwritten by Aviva, in February 2025. ... (2 pages)View decision -
Decision Reference DRN-5759515
4 Sep 2025 Armstrong Watson Financial Planning Limited UpheldInvestmentsDRN-5759515 The complaint Mr and Mrs K complain about the suitability of advice given by Armstrong Watson Financial Planning Limited (“AWFPL”) to invest in an Enterprise Investment Scheme (“EIS”) fund. What happened AWFPL is a financial advice firm within the Armstrong Watson group, whi... (9 pages)View decision -
Decision Reference DRN-5795971
4 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5795971 The complaint Mrs K complains about how AXA Insurance UK Plc (AXA) dealt with a claim she made on her motor insurance policy and an additional policy premium she was charged. Mrs K’s complaint has been brought by a representative. Any references to Mrs K include the comment... (7 pages)View decision -
Decision Reference DRN-5651048
4 Sep 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5651048 The complaint Ms C has complained that Fortegra Europe Insurance Company Ltd failed to assist her when she contacted it under her roadside assistance policy after a tyre blew out. All reference to the insurer Fortegra in my decision includes its agents and claims handler act... (3 pages)View decision -
Decision Reference DRN-5693210
4 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693210 The complaint Mr C complains The Royal Bank of Scotland Plc failed in its duty of care to him as its gambling block didn’t stop payments going to an overseas gambling website. What happened Mr C has an account with the Royal Bank of Scotland (“RBS”) and a credit card. Mr C s... (2 pages)View decision -
Decision Reference DRN-5797909
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5797909 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D was introduced to a cryptocurrency investment scheme through an acquaintance. She was promised very large returns, with lar... (3 pages)View decision
